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How Customizing Salesforce Can Solve Your Business Needs

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Salesforce enables all types of companies regardless of size or industry to develop a clearer understanding of their prospect and customer data, and allows for streamlining of various corporate processes. While the benefits of utilizing Salesforce are clear, what isn’t so defined is the difference between businesses customizing Salesforce and “configuring” the platform to fit their unique needs.

The two terms may be similar from definition standpoint, but in the context of Salesforce, they mean vastly different functions. In simple terms:

  • Configuring Salesforce is when applications (the arrangement of objects/fields, workflows, email templates, etc.) are developed within the system
  • Customizing Salesforce involves manipulating the coding of these apps to write specific functions (Apex Classes, Visualforce Emails, third-party system integrations, etc).

Businesses can adopt “out-of-the-box” Salesforce and gain simple CRM functionality, but there’s so much more under the hood of the CRM that’s just waiting to be unlocked through customization. Now that we have an understanding of these two words as they relate to Salesforce, let’s find out more about the benefits of customizing Salesforce.

Why Customize Salesforce?

The technical requirements to configure Salesforce may enable some companies to complete this process themselves, but the same can’t always be said for customizing the CRM platform, which demands more technical proficiency and experience. But when successful, customization opens a new world of efficiency, enabling companies, regardless of size, industry, and employee needs, to leverage the tool to match their own specifications.

At a macro level, some examples of how businesses can customize Salesforce include:

  • Creating more user-friendly applications and a navigable user interface to achieve faster end-user adoption
  • Facilitating more efficient sales processes through automation
  • Using custom objects and records to store information specific to a company’s industry
  • Integrating Salesforce with other existing business systems and processes, both homegrown and “off the shelf”
  • Building custom mobile interfaces for field employees so that data and process from the field sync directly with “back office” systems

These examples are just scratching the surface of Salesforce’s customizations. Although customizations won’t be the same on a company-by-company basis, due to reliance on different third-party systems between each business, successful Salesforce customizations can deliver unique functions to specific organizations across many different industries such as:

  • Giving UMA Solar, a residential and commercial solar heating provider and a Lunar customer, the insight into where leads are coming from and the ability to track sales reps’ performance to determine if they’re hitting their quota numbers in near real time.
  • Providing Trucks & Parts, a seller of used garbage, concrete mixer, and roll-off trucks, a way to streamline its quoting process by using Conga Composer to automatically ask only the necessary questions of clients. With help from Lunar, the company’s clients can easily sign proposals through Conga Sign, resulting in a significant decrease in the time required to generate and process these proposals.
  • Enabling Mount Sinai Health System to gain full visibility into their patients’ data to deliver more personalized care coordination for vulnerable populations in New York City. The health provider established a real-time mobile coordination program that provides case managers, social workers, doctors, and physical therapists with a complete view into patients’ health needs. By 2022, Mount Sinai Health System hopes Salesforce will help reduce avoidable hospital use in the city by 25%.
  • Allowing Adidas to create a digital interface that delivers more customized shopping journeys to consumers, enabling customers to create custom products based on their preferences. By leveraging Salesforce, the company’s e-commerce sales increased 59% in 2016 compared to the previous year.
  • Empowering U.S. Bank to utilize a unified platform across its payments, investments, mortgages, and banking divisions to strengthen customer relationships, fueling the company’s lead conversion growth by 2.35x.
  • Letting Farmers Insurance create a first notice of loss (FONL) process for insurance claims so agents can use a mobile application instead of taking phone calls, reducing the (FONL) process from 12 minutes to three minutes or less.
  • Permitting Transmediterranea, a mediterranean ferry company, to implement a point-of-sale system that sends push notifications to travelers updating them about their trips and allowing customers to purchase tickets from a mobile app. The company also utilizes Salesforce IoT Explorer to access real-time data such as ferries’ locations and fuel consumption that’s stored in automated marine traffic systems. With real-time insight, Transmediterranea can also analyze competitors’ ferries to identify potential upsell opportunities.
  • Granting KONE, an engineering company that builds and services elevators and escalators, the ability to automate recurring processes such as management approvals and contract renewals. KONE hopes to eventually utilize real-time data from more than 1.1 million elevators and escalators to manage customer information and tasks such as scheduled maintenance.

With Salesforce in place, companies can utilize the platform’s vast capabilities to tailor the suite to their unique and industry-level needs.

Start Customizing Salesforce Today

Businesses without the internal expertise to customize Salesforce have options to achieve this function, and one of the first steps in accomplishing this goal is finding a consulting partner to identify company objectives, discuss the requirements of the customization, and then start customizing Salesforce.

Although businesses may be eager to perform numerous customizations quickly to boost productivity, such an approach can be overwhelming to employees. A slow, steady approach will enable sales teams to familiarize themselves with new functions and incorporate them more easily into their workflows. Change in the workplace can be hard for some staff members, and the last thing companies want on their hands is a team of unhappy employees who don’t buy into the new system.

There’s a reason why Salesforce is the most popular CRM system in the world. In addition to providing businesses with a platform to manage their entire sales cycle, marketing initiatives, and customer support needs, Salesforce’s customization sets the platform apart from other alternatives on the market.

Looking to learn more about how to customize Salesforce? Request a consultation from our consulting team.

6 Reasons Why You Need a SMS CRM Integration

Text messaging has become a valuable sales communication tool. Learn about how an SMS CRM integration can breath new life into your company’s sales process.

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    How to Improve Sales with Text Messaging

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    The technology industry is never set, constantly advancing at a pace few other markets, if any, can replicate. For sales professionals, tech advancements have ushered in new opportunities to reach prospects and engage current customers whenever, wherever they are located. Thanks to the rise in popularity of smartphones during the “mobile revolution,” text messages now provide the answer to the ultimate question that reps ask themselves every day: “How can I improve sales?”

    Not only is text messaging an easy way for people to communicate with one another quickly and directly, the open rate for texts is far greater than email. Business2Community and Lunar compiled numerous stats that position texting as a preferred communication method over more seasoned channels such as email or phone calls:

    • SMS (short message service) open rates are 98% compared to 20% for email
    • 94% of people cite voicemail as the least convenient way to communicate with a business or salesperson
    • Despite citing text messaging as a preferred communication method, only 60% of people have ever received a text message from a business or salesperson
    • SMS response rates are 45% versus email with just 6%
    • The average SMS response takes only 90 seconds, while email replies take 90 minutes
    • Nearly 50% of all email is spam, while text messages don’t have any spam filters

    Let’s dive deeper into how sales teams can utilize text messages for both reaching new prospects and working with current customers.

    Utilizing Text Messaging for Sales

    Sales teams shouldn’t take advantage of the fact that texts aren’t subject to varying degrees of spam filters like emails are. When sending introductory messages, they should always ask recipients if texting is an appropriate communication channel to establish trust right off the bat.

    The introduction: Sales teams can utilize A/B testing to see how different introductions fare against one another when first connecting with prospects. Does ending an introductory text message with “Is this a good number to reach you at?” versus “Hope to hear from you soon” elicit more responses? Use A/B testing and diligently track outcomes to find out.

    Once a prospect becomes a customer, texting can also serve effective purposes. Below are some examples of how sales reps can use texts in their sales arsenal:

    The confirmation: Reps with established customers can use text messages to confirm times for upcoming meetings with a message such as “Hey, Gill. Does 2pm on Thursday still work for our conference call? Looking forward to speaking with your team.”

    The check-in: Maybe customers have been quiet for some time, or there is a new addition to a company’s product or service lineup. A sales rep can use texts to keep customers in the loop with a message such as “Hi, Bob. Hope all is well with you. Did you hear about our new Salesforce integration? I think your group will love it! Let me know if you want more info.”

    These simple, yet personalized text messages can support the sales process from converting prospects to maintaining strong customer relationships.

    Unified Sales Efficiency

    Technology has ushered in a new era of what’s possible from an efficiency standpoint. Sales teams that are ready to use text messaging to improve their sales results should make sure they utilize tools that empower both the reps and managers to maximize sales outcomes. Some functions that will benefit reps include:

    • Native mobile messaging apps opposed to external apps to avoid disrupting the workflow
    • Efficient and easy-to-use dashboards
    • CRM integration to easily record customer interactions and visualize those interactions on their phones and on their computers

    For sales managers, these leaders should be able to easily:

    • Reassign numbers from departed sales reps to new employees to ensure prospect and customer communication isn’t stopped
    • Track sales activity to determine conversion rates
    • Visualize sales conversations that occur via text messaging to provide training to reps
    • Simplify the transition of prospects between sales reps, or from sales to account management teams

    What if there was a way to perform all of these functions through a single platform? With Uplink, a solution designed with sales teams in mind, companies can leverage their employees’ native messaging apps and Salesforce to text personalized messages to prospects and customers and then visualize those interactions on their phones and in the CRM. Uplink empowers sales reps to utilize text messaging to generate more opportunities and close deals at a higher rate than cold-calling or sending templated emails, while allowing sales managers to accurately track and report on sales rep performance. Request a trial today and learn how you can improve sales performance with Uplink.

    6 Reasons Why You Need a SMS CRM Integration

    Text messaging has become a valuable sales communication tool. Learn about how an SMS CRM integration can breath new life into your company’s sales process.

    Summer 2019 Salesforce Release Notes

    The summer 2019 Salesforce release notes have been announced. Learn the biggest updates for your sales, service, and marketing teams.

      Sales Communication Survey: 92% of Prospects Prefer Text and Email Over Phone

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      Text messaging isn’t just a source of communication between friends, family, and colleagues anymore. In an age where spam calls are expected to represent nearly half of all mobile traffic in the United States this year, businesses have to tread lightly when thinking about cold-calling prospects, and text messaging has proven to be a far less intrusive sales communication tool to contact prospects.

      With text messaging as a primary sales communication tool, businesses can have one-on-one conversations with their targeted audiences quickly and actionably. Sales reps can briefly introduce themselves to new prospects, ping current customers about upcoming meetings, and check in with customers about their overall satisfaction with a certain product or service.

      Companies still clinging to the hope that making phone calls and leaving voicemails to prospects and current customers will boost their sales conversion rates and results in 2019 may find some eye-opening statistics from a recent Lunar study that puts text messaging at the very top of all sales communication channels.

      Sales Communication Survey Results

      The Lunar survey discovered that:

      • 94% of respondents cited voicemail as the least convenient way to communicate.
      • 92% of people would rather receive texts or emails from a business or salesperson than a phone call, compared to just 8% who prefer to receive a call as a first point of contact from a company.
      • Regardless of age, the majority of consumers approve of receiving texts from businesses, but only 60% of such respondents had received such messages in the last three months.
      • Despite some perceptions that older consumers may not be as technologically savvy as younger generations, respondents aged 45-60 preferred texts to other forms of communication at a higher rate than younger counterparts aged 18-29.
      • Compared to younger adults, respondents 30 and older were more likely to have received a text from a business.

      As mobile devices have become extensions of our hands, sales teams need to take full advantage of text messaging as a way to communicate with prospects, regardless of their age or demographics. Despite text messaging’s wide acceptance, the survey results show that companies haven’t yet tapped into text messaging as a sales communication tool, giving businesses able to utilize texts to increase sales a significant advantage over competitors still relying on older tactics.

      Personalize Your Sales Outreach

      Text messaging isn’t just a convenient sales communication method, it’s also a universal one utilized by all types of age groups on a global scale. In 2017, people sent an estimated 16 million text messages every minute, and this figure has undoubtedly grown since, as there are currently more than 5.1 billion unique mobile subscribers worldwide.

      In addition to their widespread usage globally, text messages also have high open rates compared to other contact methods typically used for follow up on sales opportunities. Given the direct one-to-one interaction through a text message, salespeople don’t have to hope and pray that their phone calls will be answered, their voicemails listened to, or if their emails are ever opened at all. With phone call connect rates steadily decreasing, text messaging helps ensure that sales reps’ time is being used efficiently, allowing reps to focus more on building connections and progressing deals, and less on trying to get prospects and customers to pick up the phone.

      Although there’s no denying that email is still very much a widespread communication method, with industry estimates projecting approximately 5.6 billion active email accounts worldwide in 2019 alone, the likelihood of sales reps’ prospecting emails finding their way into spam folders is far too great to ignore. In 2017, an average of approximately 103.5 million spam emails were sent every minute.

      For business emails specifically, spam email has also become a growing nuisance that may be clouding sales reps’ ability to gain traction among new prospects. Despite having protections against unwanted messages, spam is still making its way into recipients’ inboxes. According to the Radicati Group, an average of 19 spam messages will bypass spam and security filters for business email accounts on a daily basis in 2019, an increase from the average of 12 in 2015.

      Additionally, spam filters may capture emails that shouldn’t be classified as spam. This is especially detrimental for reps that rely on email to follow up on active deals or upsell existing customers.

      For sales reps pressured to close more deals, email simply isn’t the answer, while there’s a world of possibilities associated with targeted text messaging. Despite the convenience of text messaging in general compared to email or cold-calling, sales teams can’t just decide one day to start texting prospects out of the blue and expect to boost their conversion rates. They have to have the right foundation in place to maximize this sales communication tool, and pairing text messaging seamlessly with a customer relationship management (CRM) system like Salesforce can empower sales reps and managers to:

      • Strengthen brand loyalty by sending personalized messages to prospects and customers wherever they’re located and through their preferred communication channel (text)
      • Visualize and store all customer interactions within the CRM without needing to utilize a third-party messaging app or requiring reps to manually log messages
      • Boost conversion rates
      • Transfer numbers to new reps to pick up the conversation if a sales rep leaves the company or goes on vacation
      • Provide coaching and training on effective sales text messaging strategies

      Businesses can no longer ignore the proliferation of mobile devices as it relates to sales opportunities. With the ability to close more deals at their fingertips by pairing a text messaging strategy and a CRM system, sales reps shouldn’t be thinking about whether they “should” use text messaging to reach new prospects and send personalized messages to current customers; they should be asking themselves “how” to utilize this sales communication channel more effectively and rely less on outdated methods like phone calls and emails that have become more challenging in an age dominated by smartphones and their touchscreens.

      If you’re looking to better leverage text messaging as a sales communication tactic, make sure you’re thoroughly recording and analyzing outcomes in the CRM. Uplink by Lunar helps sales teams capture and visualize prospect and customer text messages directly in Salesforce. Start a trial of Uplink below and experience it for yourself.  

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      Why Embracing Technology is a Requirement for your Business

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        The Complicated Relationship Between Text Messages and Public Record Laws

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        Texting is ubiquitous. By the mid-2000s, it had practically become the de facto form of communication for the Digital Age, largely facilitated by the mobile boom and the subsequent smartphone wars.

        According to GSMA Intelligence, more than 5 billion people worldwide have a cell phone subscription. To put that into perspective, nearly 65 percent of Earth’s population owns a device that supports text messaging.

        With that kind of penetration, it should come as no surprise that our relationship with texting is constantly evolving. From its origins in casual conversations, it has become an increasingly important communication tool for business and politics.

        But issues can arise when government officials conduct business using text messaging. For one, public officials can easily delete important messages that interest the public. As Philadelphia Mayor Jim Kenney recently learned, deleting logs of government correspondence can raise concerns about state open record laws.

        Philadelphia Mayor Deletes Years of Official Correspondence

        July 2018 was a hectic month for Kenney. While serving his first term as mayor of Philadelphia, he navigated controversy after controversy. Meanwhile, he was making arrangements to go on his first international trade mission since taking office.

        Kenney conducted a lot of his business over a mobile phone. When he assumed the role of mayor, he was given the option to use a city-issued mobile phone, but he declined. Instead of carrying two devices, Kenney decided to use his personal smartphone to conduct official business.

        According to Kenney’s spokesperson, Deana Gamble, Kenney regularly deletes items on his phone to clear space. The problem is that the texts on Kenney’s phone are not just grocery reminders from his spouse. The texts that he deleted — which allegedly dated back three years — could’ve shown his community how he addressed his mayoral duties. Ultimately, those texts were public record. Or they should’ve been.

        Text Messaging and Public Record

        In recent years, we’ve seen a lot of legislation introduced in response to the increasing rise of business-related texting among public officials. At the federal level, the Freedom of Information Act (FOIA) governs federal public record laws, and most states have enacted their own legislation to reinforce or expand on the FOIA. For example, Pennsylvania has the Right-to-Know Law, which has guaranteed people the right to access public records from government agencies since the beginning of 2009.

        In 2005, the Washington Supreme Court ruled that official correspondence on personal computers — in other words, email — applied to FOIA. Then, ten years later, correspondence on mobile devices, including SMS and social media messaging, eventually fell under FOIA jurisdiction.

        As the Right-to-Know Law was just making its way into the hands of state government officials, the general public was starting to notice the blind spots in legislation related to public records.
        When a public official uses a government-issued device, there’s little question that all communication through the phone is public record. But what if the official uses a personal phone for government work? Should some or all data on the phone be public record?

        In essence, an official’s personal device is subject to public record laws only insofar as the device is used in the course of official duty. In other words, not everything on the device is subject to public record laws, only correspondence pertaining to the official’s role and related duties.

        This scenario can be complicated. You’ve got a situation where information that should be public record is stored on a device that’s privately owned. That means it’s up to the public official to be diligent about cataloging all the necessary data from his or her personal device. The rest of us have to trust that no data is missing or omitted.

        The situation with Kenney’s deleted texts renewed criticism of current public record laws and protocols. Specifically, some are now calling for increased regulation of our public officials’ mobile communications and how they are documented. After all, the onus is on officials to submit correspondence for public record.

        But does it have to be?

        How Uplink Can Help

        What if public officials didn’t have to worry about cataloging official correspondence? What if records were kept externally and stored automatically, allowing people to delete anything from their personal devices without losing records of their data?

        Although it was designed with sales teams in mind, Uplink has applications for many unique situations. That includes using the tool to catalog important mobile correspondence.

        Here’s how it works: Uplink is built on proprietary software that leverages the technology already at your fingertips. By assigning both the sender and receiver of mobile messages their own Uplink Numbers, text messages are filtered — and, more importantly, documented — in the Uplink web app. It all happens automatically from behind the scenes, meaning you get to send and receive text messages through Uplink in virtually the same way that you exchange text messages with family members and friends.

        With Uplink, there are no complicated software installs and no third-party messaging platforms involved. All you need is a mobile device and its native messaging app, an active plan with your wireless carrier, and an Uplink account to start cataloging all your correspondence.

        Even when messages are deleted from the mobile device, they remain accessible in Uplink. Essentially, this means Uplink alleviates the need to manually catalog important text messages. If you’re someone who holds public office, Uplink can be a great tool for making sure you’re complying with all applicable public record laws.

        Interest in how elected and appointed officials are fulfilling their duties will only increase in the years ahead. For this reason, public servants should know that a tool like Uplink can help facilitate transparency and build trust among the public.

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          What We Learned at SaaStr Annual 2019

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          SaaStr Annual is a must-attend event for any SaaS business. It’s not just the place to learn cutting-edge business techniques in cloud technology — it’s also the perfect event to connect with like-minded professionals using networking tools such as Braindates and Brella.

          In this post, we’ll reveal the most useful tips we learned while we were there, some of which I summarized after a long day 1 in this Quora post. We scoured the presentation decks and linked to them in our summaries so you can easily find more details.

          Expanding Your Customer Base

          One of the most critical tasks for SaaS companies is increasing the customer base. As most speakers emphasized, subscriptions are one of the best sources of revenue available. Here are some of the speakers’ best tips for successful scaling.

          Tailor Your Closing Process

          For B2B SaaS companies, the sales funnel is long, and adoption remains a challenge. Romain Lapeyre, CEO of Gorgias, closes more deals by fine-tuning the entire process. By refining his sales team’s closing strategy and personalizing onboarding, Gorgias achieved a three times higher close rate and a customer activation rate of 95 percent.

          Build End-User Trust

          Users like honest companies — and as Shannon Spanhake, the CEO and co-founder of Cleo, says — trust can lead to big gains. Her company, which facilitates child care for working parents, crafted a down-to-earth, honest marketing campaign about the stark reality of parenthood. It increased deals from $100,000 to $1 million in a single year.

          Go Upmarket Strategically

          When you decide to move upmarket, there are many factors to consider. May Habib, the CEO of Qordoba, has six tips for success. She emphasized telling a better brand story, increasing bottom-of-the-funnel content, and investing resources into pipeline development.

          Mapistry CEO Allie Janoch and VP of marketing Lauren Alexander noted that handling buyer expectations and learning how to navigate the complex sale cycle are other ways to ensure success upmarket. 

          Provide Useful Content

          Inbound marketing is having its moment, which many SaaStr conference speakers confirmed. In Quora Writer’s Workshop, Quora evangelist JD Prater emphasized the importance of providing thought leadership to establish your business as an industry leader. This approach builds your reputation as a trustworthy source — plus it helps attract new clients. Prater’s biggest tip: “Don’t sell. Provide value.”

          Maintaining a Strong Customer Base

          Speakers at SaaStr Annual highlighted the importance of maintaining a robust customer base, a priority for any successful SaaS business.

          Make Your Business Customer-Centric

          If your business isn’t already customer-centric, make it a priority. Nicolas Dessaigne, CEO of Algolia, and Hollie Wegman, VP of marketing at Segment, propose a five-step path:

          1. Gain insights into your customers with analytics
          2. Be helpful
          3. Provide a consistent experience
          4. Honor advocates
          5. Be intentional with your culture

          Sandy Carter, VP of Windows and enterprise workloads at Amazon Web Services, notes that working backward from the customer, or considering the customer’s needs, wants, and experiences first, is an excellent way to provide the experience that today’s customers are searching for.

          Prioritize Customer Success and Support

          Customer success teams should be available to help customers every step of the way —especially during onboarding. Yamini Rangan, chief customer officer of Dropbox, notes that you should have hired sales support teams yesterday; they are one of the most important hires a SaaS business can make. At Lunar, our customer success manager Van Kwan takes customer success seriously, proactively working with our clients to make sure that we’re doing everything we can to ensure their success.

          Crafting a Strong Support System

          Hiring (and keeping) qualified employees is a focus for SaaS companies, as SaaStr conference speakers consistently confirmed.

          Create a Positive Work Environment

          As Adaptive Insights CEO Tom Bogan noted in his presentation, putting the team first is a sure way to success. Elisa Steele, CEO of the HR company Namely, purports that businesses should treat employees like consumers to cultivate a desirable workplace culture. In other words, ensure your workplace has a clear purpose and definable employee experience — and don’t forget to regularly gather insights about your team to inform both factors. Lunar VP Kyle McMahon is looking into employee NPS as a possible way to gauge employee satisfaction.

          Hire the Right People

          Easier said than done, right? The consensus from Plato co-founder and CEO Quang Hoang, Segment CPO Tido Carriero, and Mode CTO Heather Rivers is that successful hiring is a three-step process. First, know which roles you’re hiring for and when you need them filled. Then, standardize your hiring process and make an informed decision. Egnyte CMO Jennifer Pockell Dimas adds that functional organization is especially important when you consider expanding your marketing team, as is thinking about hiring in stages of funding.

          Get Out of the Way

          When it comes to successful global and nationwide teams, Eventbrite SVP Pat Poels asserts that once you hire leaders and team members you can trust, you need to get out of the way and let them do their jobs. Trust and autonomy are the keys to a happy and productive team.


          Our team learned a lot throughout SaaStr 2019, and we hope we helped you learn something of value, too. We not only want to provide great SaaS products like Uplink, but we also aim to continue to find ways to support our culture and core values: “Better, Together”;“Expect The Moon”; and “Professionally Casual”.See you at SaaStr 2020.


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          Expect the Moon: Our Lunar Culture

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          Top 4 Marketing Tips from Invoca Summit

          Invoca Summit had an impressive line up of speakers from companies like Google, Adobe, and Forrester highlighting innovations and trends in the marketing and product world. Below are a few tips from the summit that all companies can take action on now. Take Advantage of AI technologies Artificial Intelligence is a dream come true for […]

            Top 4 Marketing Tips from Invoca Summit

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            Invoca Summit had an impressive line up of speakers from companies like Google, Adobe, and Forrester highlighting innovations and trends in the marketing and product world. Below are a few tips from the summit that all companies can take action on now.

            Image of Invoca Summit stage

            Take Advantage of AI technologies

            Artificial Intelligence is a dream come true for most marketers. It provides you granular data and additional information to guide your campaigns. However, it can be a challenge navigating all the products currently available to make a final decision on which one you should use. Invoca has their own AI technology that captures information from phone calls. Signal AI is Invoca’s machine-learning technology that uses statistical models to pull out keywords and phrases from conversations to gain an understanding of customer intent. With this information, you can segment customers, route them to appropriate avenues, and meet their needs much faster.

            An example of this in action is from a session with Frontier Communications, a company based in Connecticut with services throughout the United States. They did a lot of work setting up custom fields and scripts for their sales team. They asked specific questions to help determine what is most important to their customers. For example, Frontier representatives asked customers how important the Hallmark channel was to them. By asking this question in particular, they determined that 15% of their customers had an interest in the Hallmark channel. Frontier used this information to help negotiate a pending contract with Hallmark based on the level of interest their customers had. Using Signal AI, Frontier accurately segmented the percentage of customers interested in the Hallmark channel, and now they know where to spend a portion of marketing dollars.

            In another session, a panel of top marketers discussed data analysis. A common theme highlighted how difficult it is to get all your data into one centralized location to analyze. AI, as they shared, can help analyze metrics at scale. Naturally, we thought of a Salesforce solution for this — Einstein analytics.

            one to one conversations presentation information

            Make Chatting Convenient

            We’ve all heard the saying, “meet customers where they are,” but when it comes to communicating directly with customers you also need to make sure it is on their terms. Whatever you do, make it easy and frictionless to respond to you. Nowadays, over 50% of people prefer interacting via a phone call. Similarly, text messaging and chatbot usage for businesses are on the rise. So how are you communicating with your clients? Below are a few highlights from the Summit addressing communication. 

            Phone Calls  

            Invoca makes phone calls an effective form of sales, marketing, and even customer service.  Using Promo Numbers and Ringpools, you can collect data on your callers. All the while using real-time data to make sure they are receiving the help they inquired about.

            Chatbots

            People understand that a human may not always be available at their every beck and call. Chatbots are a great solution to providing real-time triaged assistance. We particularly love what Salesforce is doing with their new product, Einstein Bots. According to Jay Baer from Convince and Convert, “64% of Americans say 24-hour service is the best feature of chatbots.” These are great alternatives for when a 24-hour call center is not an option. Although chatbots are becoming increasingly popular, a majority of people still prefer interacting with a human as seen by the Brand EQ Studyconducted by Invoca and Adobe. Try them out and see how your customers interact with it! 

            Text Messaging  

            Take a second and think about your personal choice for communication. It wouldn’t be a big surprise if you said text messaging. Based on a Twilio study, 90% of business leads would agree with you. Most leads prefer communicating with businesses through text.

            A majority of text messaging tools on the market are for bulk texting. At Invoca, we had the pleasure of meeting the Drips crew. Drips is different than your typical bulk texting service. With Drips, you can nurture leads with texts, similar to how you would send nurture emails. Engagement programs can be built out so you are sending relevant text messages consistently until the desired action is taken. On the other hand, if you are looking more for a 1-1 texting tool, we actually developed a solution that allows you to text clients directly from your native app while simultaneously capturing those messages in Salesforce. No need to spend time manually entering in data. Check out Uplink to learn more or request a demo!

            Utilize Voice 

            Voice search has increasingly become a popular avenue for consumers to find information quickly. Your search ranking matters now more than ever. If you are not in that first position and someone uses Voice Search, then your information is not seen. Here are some ways to address this, some may not be new to you but more of a reminder. Ironically, Julia Snead, VP of Marketing at Invoca, says that “voice” is going to bring the true concept of a phone back to our phones. “They turned into mini-computers,” she said, but with the use of voice, you are now talking into phones and getting some type of response. More and more people are utilizing the voice features to make phone calls, text friends, set reminders, and perform searches. And according to Wordstream, 50% of all searches will be voice searches by 2020. Likewise, the rise of smart speakers will increase to 55% by 2022. That is just a few years away…

            Future of Voice

            Move from Last to Multi-Touch Attribution

            Companies are moving from last touch attribution to multi-touch attribution. Collectively, marketing teams are realizing that it is no longer a viable option to only consider the last touch when determining ROI. Why? Well, let’s say you have a paid marketing team and an SEO team. How will you know what first brought a converting lead to your site? If we think about the last touch, then we may think it is the form with an effective call to action on the website that led them to convert. However, if we take a holistic multi-touch look, we can see the full journey of all leads. This information is vital when you are determining where to spend your marketing dollars. Every touch matters and you should know all the actions your leads are taking.

            Yet, it is easier said than done. We get it. A few years back, we ran into the common pitfall of relying on the last touch and attributing that to overall ROI for campaigns. To give our specific marketing teams the credit that was due, we decided to build our own product — Shuttle. This product guides data from one source like Invoca into one or multiple destinations like Salesforce and Slack. Invoca has an integration with Salesforce already which is fantastic if you are looking for a way to connect call data to your CRM. But, what about other touch points? How are you accounting for those in your CRM? Are you also looking for a way to connect call data to other objects within Salesforce, like opportunities or accounts? With Shuttle, you can pull data from any source and move it where you want it to go. We touched on this topic during our Lightning Talk — Amplifying Invoca to Enhance Your Marketing Efforts & Campaign ROI. 

            Invoca Product Launches

            Bonus: Invoca Product and Feature Updates You May Have Missed

            • 4 new foreign languages & dialects for Signal AI
            • Navigation on the Invoca platform is changing  
            • New built-in data visualization tool with the ability to build data dashboards
            • Contact center solutions – Invoca is teaming up with Genesys to receive information and then send it back to Invoca
            • Updates to the custom Invoca Tag
            • Custom data replaces the need to add the same pool parameters to different campaigns

            What were your takeaways from Invoca? Are you looking for a way to improve your communication with customers, call attribution, or implementation of AI? We can help, connect with us today!

            Check out these other Lunar posts:

            Launch That to Spin Off Lunar Division for Consulting and Technology

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              How to Delight Your Customers: Lessons from Invoca Summit

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              It is no surprise that meeting customers needs and wants is crucial for every business. But how are you doing this? We, at Lunar, learned a great deal about creating and delivering delightful experiences at the Invoca Summit last week. This post is inspired by all of the sessions and keynote speakers this year.

              “All companies are subscription based companies,” says Amit Ajuji, VP of Adobe. Whether that is the pricing model for individual companies or not, all companies must invest in building long-term relationships with consumers. Not only that, but you also need to maintain those relationships to keep them coming back. Consumers are not less patient than they were ten years ago, we as marketers, are taxing their patience more often. So how do we combat this to make sure our customers are happy… all the time?

              Read on to learn specific ways to gauge the experiences you provide and how to provide delightful ones.

              4 Principles to Deliver Delightful Experiences … Every Time

              Know Thy Customer

              A part of every marketing strategy is researching your target audience. Do you have a clear picture of your target audience? What are their greatest challenges? How can you empathetically understand their needs? As marketers, we must “seek first to understand, then seek to be understood.” Our customers expect us to know them well enough to tailor products to their needs, interests, and wants. They also expect advertising to be relevant to them, however, 96% of consumers are actually being delivered the wrong advertisement. That sounds like a lot of wasted money and effort on the wrong audience! Take it back to the basics. When was the last time you updated your customer personas based on the data you have been collecting? If it has been a while, consider revisiting these documents and see how you can improve your customer experience. 

              A Consistent Voice Moves The Needle

              This sounds like common sense, I know, but it is often overlooked. Our consumers interact with us and expect their interactions to be consistent — across all channels and mediums. So how does this translate to your marketing efforts? From marketing campaigns to customer success emails, your voice must be the same. Great examples of brand consistency are Slack and Helpdocs. Website copy for Helpdocs, for example, generally has a humorous and very personable tone. Their emails and social channels also convey the same personality. Check out the image below taken from their Twitter feed — “nice and snugly” sums up their personable company voice. 

              Help doc Social personality

              Build Technology Intuitively

              What steps are you going through to make your technology intuitive? An intuitive design allows your technology to be transparent — no hidden portals or unclear steps to perform an action. This can increase your user adoption and retention rates. Eight Steps to Intuitive Design and How to Create an Intuitive Design are great reads to assess and possibly fine-tune your design process.

              Delightful Experiences During Every Interaction 

              This sounds like a hard feat, but is it really? With tools that use artificial intelligence, like Invoca’s Signal AI and Salesforce’s Einstein, you now have more consumer data at your fingertips than ever before. Pairing this consumer data with user research and customer feedback can improve your product offerings. Remember, we don’t know what we don’t know. How can you add more features if you don’t understand how customers interact with the existing features of your product? The recent product updates from Invoca are a great example of taking customer feedback and user research to improve their own product. On the same token, user research can be applied to other aspects of your business. Conducting A/B tests on your website, products, and marketing campaigns can guide your next steps. Delightful experiences can be measured and tracked, so be sure to use your data to provide pleasant interactions with your brand.

              5 Step Recipe for Providing Delightful Experiences

              Fill in the Dots About Your Customers

              Use what you know about customers and meet them where they are. This mindset applies to your product, marketing, and customer success. It goes along with “Know Thy Customer.” Your customers’ needs and wants will evolve, how are you going to keep up with them?

              Designing for Scale

              How are you improving quickly while ensuring you can continue to scale the product’s offerings? On average, what is the turnaround time for product features and updates? How are you building products to ensure they can scale up? These are great questions to ask along with a few core areas to focus on as shared in an article titled, “Scaling Design as the Company Grows.

              The Consumer Journey is Fast. Keep Up!

              With so much marketing content out there, consumers are being bombarded with information. Think about how much product marketing you interact with on a daily basis. To combat this overload, we need to maximize the time visitors and customers spend with our offerings. They expect fast, and we must give it to them. Landing pages, emails, and products all should have responsive and quick loading times.

              Integrate and Improve

              One of the most common business challenges is that data doesn’t always make sense. To fix this issue, consider integrating your technology stack, so the data transfer seamlessly from one system to the next. We actually developed Shuttle to distribute data from sources to destinations in a snap. It addresses the common problem of “data wrangling” and “data cleansing” by gathering the required data, standardizing the fields, and moving it along to where you need it most.

              Make Your Company Values Known

              Now, more than ever, consumers are wary of brands and are beginning to look past the products or services themselves. They want to know who we are. Who is this company that I am about to invest in? What are your company values? Are these clearly known to your consumers? We at Lunar wanted to give back to our community in some way and joined Pledge 1% as a result. We give one percent of our time to our community. What do you stand behind?

              Our biggest takeaway from Invoca Summit is that many companies are still using technology in silos. Their data is not working for them like it should, hindering their ability to fully delight their customers. Is your company in this boat? Data should be flowing easily between technologies and used effectively to provide delightful experiences at every turn. 

              Connect with us if you need help integrating your technology stack, we are here for you! 

              Check out these other Lunar posts:

              Quip Slides image

              3 Innovative Releases Every Salesforce User Should Know About

              Salesforce is known for consistently pushing the envelope to improve their products. Throughout 2018, we have seen a multitude of new releases that enhance productivity for users such as the ability to create Quick Actions in Lightning experience, build macros in Lightning Sales console, and build targeted customer journeys using Journey Templates in Marketing Cloud. […]

              Salesforce Logo

              Salesforce Summer ’18 Release – Lunar’s Favorite Features

              As a Salesforce Partner, we look forward to reviewing Salesforce updates – rolled out every spring, summer, and winter – to identify new ways to maximize the platform for our clients.  The Summer ’18 release revealed an array of improvements and additions that can increase productivity and customizability for Salesforce users. Below are some of […]

                4 Event Highlights from Florida Dreamin’ 2018

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                Florida is home to a thriving community of Salesforce evangelists. Lucky for us, the amazing and helpful Florida Dreamin’ team put together an event that is one we won’t forget! It offered the perfect atmosphere to connect with other trailblazers, learn about new products, and understand how to tailor customer experiences. From new tools to uplifting your community, check out the highlights below from FLD18!

                Florida Dreamin Team and Booth

                Common Barriers to Success

                We learned that there are significant barriers to success that you and your company should be aware of — all surrounding user adoption. The most shocking but understandable statistic is that 70% of CRM projects fail due to a lack of user adoption according to CSO Insights.

                That’s why Lunar exists. We provide consulting from start to finish and educate users, like you, along the way. To complement our consulting, we have created products that are easy to use and can be adopted across your organization. The first product is Shuttle, a data distribution tool we have used to connect marketing tools, like Invoca, to Salesforce while gaining customer insights to guide our marketing efforts. Check out our FLD18 session presentation presented by our President, Jon Robinson, to see how Shuttle helps you calculate ROI from lead generation efforts.

                Did you know that 32% of sales people have to spend at least an hour on manually entering data? How tedious! At Florida Dreamin’ we participated (and won!) the demo jam where we showed off (humbly, of course) our latest product, Uplink. A sales enablement tool that allows you to text directly from your phone and captures the messages in Salesforce for you. No manual data entry required!

                Check out our 5 minute Uplink demo

                Tools & Products to Know About

                Events are always a great place to learn firsthand about new tools and products that help your company become more efficient and grow. Below are a few that you should know about!

                • Get Feedback – measure your customers’ satisfaction during each step of the customer journey by providing quick and brand-consistent surveys that can be embedded into your emails. Results connect with Salesforce so you don’t have to manual enter specific contact results.
                • Elements.cloud Catalyst – Easily clean up your Salesforce org and see an overview of fields, descriptions, and notes used. This tool helps you build process maps and data flow diagrams, configure documentation and more.  
                • Introhive – a relationship data science platform for CRM’s that increase user adoption and provides insights about clients and prospects. We learned during their demo, that you can update client and contact records by pulling in data from emails and other sources. You also can collect and organize communication between your company, customers, and prospects.
                • Lighting Inspector Chrome Extension – A Google Chrome DevTool that helps you to debug server interactions, test fault tolerances of your app, and identify performance issues.

                Lastly, stay on the lookout for the Salesforce Trailhead mobile app! The closing keynote at FLD18 by Chris Duarte generated a lot of excitement for Trailhead and she shared that the mobile app is on its way. Once that is released, we will be able to learn on the go and rack up those badges!

                Think Like a Customer

                ]Overall, the sessions were mostly focused on improving customer journeys and user experiences. With that in mind, from an application development standpoint, it is important to create proper user stories and documentation prior to starting on projects to save time and reduce the need to rebuild. Likewise, asking more questions so that you can eliminate unconscious bias in the design process is a must!

                This mindset also works for your email marketing customer journeys, as we learned in the session by Carrie Smith from Pardot. You can create engagement programs in Pardot tailored to customer actions and offer dynamic content that will encourage them to take action.

                The Power of Community

                Like all Salesforce events, you can feel the positive impact that the sense of community has on a group of people. FLD18 was no different! Trailblazers, new and experienced, shared how they got started with Salesforce and how they have used tools like the partner community and trailhead to get ahead in their careers. The sky is the limit with Salesforce

                Aside from personal growth, organizations like PepUp Tech are making an impact by ensuring others are growing too. PepUp Tech is encouraging students from ages 4 and up to learn Salesforce and technology skills that will provide them with more access to job opportunities that they otherwise wouldn’t have access to. Knowledge is power, and PepUp Tech is giving that to students around the country through afterschool programs, virtual classes, and summer camps. Check out their site to learn more about how you can give back!

                The Florida Dreamin’ team went above and beyond to bring the Florida Salesforce community together. We applaud their efforts and were so impressed with the turnout, unlimited Starbucks coffee, and the speaker sessions! For an inaugural event, it sure did surpass expectations and we can’t wait for the event next year – September 2019. See you next time!

                SaaStr Annual Conference 2019

                What We Learned at SaaStr Annual 2019

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                  Enhance Your Sales and Marketing Strategy with Call Tracking

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                  Each year, evolving technology alters the way marketing and sales teams function. This year, calls and text messaging for business are on the rise. To get the most out your marketing campaigns, add call tracking and text to your technology stack. The line between sales, marketing, and even customer success are blurring. Closing deals is no longer reliant on one person. Rather, it involves a team of people who help move a customer along their buyer journey.

                  call data image

                  Call tracking data can inform decisions across multiple departments. Continue reading to learn what call tracking is and how it can help you.

                  What is call tracking?

                  Call tracking uses promo phone numbers that capture a customer’s digital history. Using artificial intelligence (AI), call tracking identifies valuable marketing data. The incoming call data can guide your current and future marketing efforts.

                  The main difference between basic call tracking and AI-based software is the amount of data delivered before and during a call.  Basic call tracking methods only tell you which campaign referred a caller. According to Invoca, traditional call tracking systems do not offer “pre-call consumer touchpoints like paid search, social, display, or email.” Think about all the valuable data lost before answering the call.

                  AI-based software, like Invoca, offers more granular data in real time including pre-call touchpoints, an analysis of what drove calls, along with caller behaviors and outcomes.

                  Collecting call data can improve your marketing strategy and align marketing dollars with what is leading to the most conversions. Additionally, sales teams benefit from higher quality leads as a result of tailored marketing. Higher quality leads mean closing more deals for your company.

                  How does Call Tracking Enhance Your Sales and Marketing?

                  Optimize Your Campaigns Using Call Attribution

                  By utilizing call tracking data, you can discover what marketing campaigns are driving phone calls, improve campaigns to target your ideal customers, and decrease ad spend. You will know who calls you, from where, and when. That necessary demographic and call data will guide what you share out, at what time, and how. With the call data, you can attribute calls to specific campaigns and identify which campaigns are most successful and which are not.

                  To get the most out of your call tracking data, integrate it within your technology stack is a must. Connecting it to your CRM, for instance, ensures you are monitoring every step your customers take and can adjust interactions. Call tracking gives you one more way to optimize your campaigns so your marketing dollars are well spent.

                   

                  Improve the Entire Customer Journey

                  After the call ends, use the data to make sure that customer continues receiving information from your company. Call tracking data opens up marketing opportunities that are relevant and personable for each specific customer. You can deliver the right message at the right time by using the right data. For example, you can offer personalized follow-up emails, dynamic landing pages based on their product or service interest, and add them to retargeting campaigns. At every step, provide your customers what they want to see and what they may need based on previous interactions and behaviors.

                  Offer a personalized caller experience

                  Knowing which marketing campaign or landing page led your customers to call helps you improve the call outcomes. During the call, use the information to deliver a more personalized experience. Where are they coming from? Does this impact how your products or services are received? Geo-location data also gives you insight to better serve your customers. Tailor experiences based on whether they are a new or returning customer. Something as simple as saying “Welcome!” versus “Welcome Back!” can make a huge difference in how a customer perceives their interaction with your company. Now you can exceed existing and new customers’ expectations by offering the best caller experience.

                  Improve the Entire Customer Journey

                  After the call ends, use the data to make sure that customer continues receiving information from your company. Call tracking data opens up marketing opportunities that are relevant and personable for each specific customer. You can deliver the right message at the right time by using the right data. For example, you can offer personalized follow-up emails, dynamic landing pages based on their product or service interest, and add them to retargeting campaigns. At every step, provide your customers what they want to see and what they may need based on previous interactions and behaviors.

                  Enhance sales and marketing efforts by adding call tracking to your tech stack. Optimized campaigns lead to better customer experiences and an increase in revenue.

                  Not sure which call tracking software is right for you? We use Invoca, and we have helped our clients improve their multi-channel attribution by implementing it into their tech stack. Connect with a consultant today if you have any questions – reach out on the chat!

                  Dreamforce Entrance Sign

                  Top 4 Remarkable Takeaways From Dreamforce 2018

                  It has been exactly one week since the last day of Dreamforce and we are still reflecting on what we took away from this annual event otherwise known as the San Francisco takeover. The weather was amazing, the concerts and activities were beyond entertaining, and most importantly the lessons learned from Dreamforce were unforgettable. Walking […]

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                    Top 4 Remarkable Takeaways From Dreamforce 2018

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                    It has been exactly one week since the last day of Dreamforce and we are still reflecting on what we took away from this annual event otherwise known as the San Francisco takeover. The weather was amazing, the concerts and activities were beyond entertaining, and most importantly the lessons learned from Dreamforce were unforgettable.

                    Dreamforce Entrance Sign

                    Walking the Walk with Diversity

                    As we roamed around the four-day event, we noticed something quite refreshing about the environment: the people! Diversity was a reality, one that you don’t see on a daily basis, unfortunately. Yet, Dreamforce not only brings people together to discuss the latest features and success stories, but also brings people from all walks of life together through the commonality of Salesforce.  Who would have thought that technology could teach us indirectly how incredible differences are for all aspects of business and personal growth?

                    Diversity is woven into the values of Salesforce, and they aren’t shy about it. Why should they be? Diversity is what makes our world go around. Different perspectives, beliefs, and values make innovation possible.

                    “Salesforce talks about diversity and they talked a lot about it at Connections over the Summer, but being in San Francisco and seeing how diverse this conference was showed us that they truly value it and are going a step farther by educating us and all attendees along the way” – said Drew Whitcomb, Lunar’s Business Development Manager.

                    We realized how incredibly important diversity is, and are so thankful that our growing team is becoming more diverse. What steps is your company taking to be more inclusive?

                    Cultivating Partnerships

                    We also learned the importance of cultivating partnerships with other companies to provide a better customer experience overall. Three big announcements worth knowing about if you are a Salesforce user, or soon to be one, are the partnerships with Google, Apple, and Amazon Web Services.

                    Salesforce and Google Strategic Partnership

                    The partnership between the #1 CRM and Google will offer companies greater ability to run entire businesses in the cloud effectively. Salesforce will also integrate with Google Analytics 360 ensuring you will be able to have a clear view of who your customers are, their behavior, and most importantly, what next steps you should take to engage with a customer.

                    Right now you can do the following as a result of this partnership:

                    • Integrate Gmail into Salesforce to see email interactions with customers
                    • Embed Google Sheets into Lightning
                    • Create new Google Sheets by pulling data from records or reports
                    • Access Salesforce contact information and case history while in Google Meet

                    Apple Partnership

                    With iOS phones being close to half of the phones used in the U.S. alone, it’s no wonder that Salesforce and Apple are partnering together to create a more streamlined customer experience.

                    For Salesforce and iOS users, in January you will be able to enjoy a new iOS application that will have the capability of using Siri shortcuts, business chat, and Face ID. To increase application development, there are developer tools to help you and your team members build iPhone and iPad applications on the Salesforce Lightning Platform.

                    The full launch of this partnership will take place in early 2019, but you can begin preparing by taking the Apple Trailhead to learn how to develop applications in iOS!

                    Expansion of Partnership with Amazon Web Services (AWS)

                    Many Salesforce products run on the public clouds of AWS already. By expanding their partnership, you will experience an improved and secure way of sharing data in a streamlined manner while also building a genuinely connected customer experience.

                    Users will have access to:

                    • AWS PrivateLink Integration with Salesforce APIs to privately route data and use endpoints to capture granular customer insights
                    • AWS Integration with Salesforce Platform events to improve triggering processes and actions
                    • An integration with Amazon Connect for Salesforce Service Cloud to allow you to build self-service voice experiences and support your customer support workflows.

                    These large partnerships remind us that the work we are doing for our own clients, or partners as we like to call them, is so important. We are not only streamlining business processes for them, but improving the customer experience for who they are serving. That’s a win-win in our book! How does your company view partnerships?

                    Improve Offerings Based on Customer Feedback

                    Do you ever wish you had an assistant to handle all the time-consuming aspects of your day to day work life? Well, now with Einstein Voice, you can have your very own assistant to enter in data as you are speaking. Additionally, daily updates can be set up so you have a clear picture of who your targets are for a particular day. You can take it a step farther by customizing your updates to hear only the most relevant information to you.

                    Aside from logging data and getting daily updates, you can also ask Einstein Voice for assistance in retrieving specific search queries from your Salesforce instance. Imagine driving in the car or on a train with a limited amount of time, and you’re in need of the name of a contact within the account you are about to meet? No problem ask Einstein Voice, and it will tell you.

                    Many individuals are finding themselves stretched thin and bouncing from one meeting or task to another with very little time to spend on manual data entry. Einstein Voice is a great feature that will help you focus on what you love doing – selling products or services to people that need them, productively. With artificial intelligence as the backbone of Einstein, you also will have the added benefit of getting clear predictions about clients based on their engagement. Now you can speak to Salesforce and make it work for you.

                    Build Up Those Around You

                    Last but not least, we identified a trend that Salesforce that has grown into over the past eighteen years. This trend is taking the time to build up others around you. Whether Salesforce realizes this or not, they have positioned themselves as a leader in online learning and encouraging other companies, like Apple, to create training programs to support learners with all kinds of backgrounds. Salesforce and companies that are following suite are democratizing technology for all.

                    Programs like Salesforce.org and Pledge 1% are efforts that Salesforce is taking to ensure they are giving back and building people up as well as educating business leaders to do the same.

                    Helping those around you is important internally and externally. At Lunar, although we are a relatively new company, we see the importance of giving back and have already begun the steps towards our own Pledge 1%. So, what processes does your company have in place for mentorship programs, professional and personal development, and giving back to the community? 

                    Dreamforce was a spectacular event, and the above four takeaways have resonated with us, even a week later, here at Lunar!

                    Interested in learning more about Lunar’s offerings or just reminiscing about the Metallica concert at Dreamforce? Then, connect with Drew Whitcomb, our Business Development Manager, today!

                    call data image

                    Enhance Your Sales and Marketing Strategy with Call Tracking

                    Each year, evolving technology alters the way marketing and sales teams function. This year, calls and text messaging for business are on the rise. To get the most out your marketing campaigns, add call tracking and text to your technology stack. The line between sales, marketing, and even customer success are blurring. Closing deals is […]

                    Sales Communication Survey: 92% of Prospects Prefer Text and Email Over Phone

                    Ever wonder if you should send that text to a customer or a prospect? Data from Lunar’s recent Sales Communication Survey says you should.